After Sales Associate

As the Associate Manager After Sales, you will be a strategic leader in designing and implementing after sales services to achieve best-in- industry customer satisfaction. After sales services consist of timely repairs and in-warranty replacements of Sun King Products. You will oversee the After Sales Team, managing a team in Kenya that coordinates the services for the direct and partnerships channels. 

What you would be expected to do

• Drive Operational Efficiency: Data review and development of continuous improvement measures within the after sales team service delivery targeting CSAT & NPS. Laisse with stakeholders to provide a working plan for implementation. 
• Systems and process design: Coordinate with technology teams to ensure company systems including applications meet customer service needs. Existing and new processes are clearly tracked and provide a monitoring dashboard for the same. 
• Product Life Cycle : Develop end to end device lifecycle visibility across the multiple sections and identify potential improvement points to improve service delivery with refurbished products. 
• Support EBD efforts in the market: Coordinating with other After-sales teams to resolve discrepancies in After-sales processes and service activities or any other function allocated.
• Inventory management: Oversee inventory management of spare parts, refurbished stocks to ensure optimized inventory levels and safekeeping
• Reverse Logistics Coordination: Manage responsible defective material return to the warehouse and create measures for control and improvement. 
• Open to travel and relocate. 

You might be a strong candidate if you

• Top marks at a top 5 Regional or Globally recognized University with a degree in operations, business administration, engineering, or other relevant disciplines. 
• An advanced degree is welcome
• 3 to 5 years’ experience in data analysis in a team that provides after-sales services in the electronic consumer goods/ mobile industry 
• Highly analytical with a high degree of competency in Excel/Google Sheets, BI software (Looker, Microsoft BI, Tableau), and other analytical tools 
• Critical Thinker: Very strong ability to structure problems and drive towards solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind. 
• Track record of success in their role e.g. fast promotion, demonstrable experience in exceeding results in their role
• Ambitious works hard and works smart (efficiently) wants to supercharge their professional development
• Excellent communication skills able to distill information and understand the way to communicate to different audiences to get results
• Demonstrates humility
• Passionate about working with rural, off-grid consumers and resolving their issues.
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.